Guest Service Agent

4 months ago


Winnipeg, Canada Hilton Winnipeg Airport Suites Full time

Hotel Vision Statement: Hilton Suites Winnipeg Airport's organizational currency is passion; passion for people, quality and results. We value:

- Empathy in all relationships,
- Experiences that delight the six senses,
- Expectations that are clearly communicate

Purpose:
To deliver the world's most engaging arrival and departure experience.

Accountabilities:
1 Deliver a level of professional service that supports the hotel's positioning as Winnipeg's corporate hotel of choice when service and quality really matter.

2 Greets guest and processes hotel registration. Offers guests updated rooms and promotes hotel amenities, food & beverage outlets and services.

3 Identifies and records special billing instructions and notifies Accounting.

4 Processes customer credit at check-in in accordance with hotel policy.

5 Exemplifies the hotel's commitment to building empathetic and respectful relationships with all stakeholders through all personal interactions, business transactions and communications.

6 Must be a team player and interact effectively with others

7 Vigorously adheres to and recommends improvements to all written and known hotel policies and all laws pertaining to life/safety, asset protection, cost reduction or revenue enhancements.

8 Assumes the responsibility to notice when the guest is not satisfied and uses their best judgement to make it right.

9 If the guest wants it or the operation needs it, and its not illegal, just do it; we can work out the details later.

Authorities: 1 Recommend, secure and leverage operational resources in the delivery of agreed results. 2 Receive performance feedback on request and on an at least quarterly basis. 3 100% support from associates, peers and leadership in the achievement of personal results. 4 To be empowered to rectify any guests complaints or concerns

Service Environment: Significant time spent in the operation interacting with Associates and guests in a fluid and time sensitive service environment.

Measures of Success: Exceed Guest Satisfaction Goals (SALT) and Market Share

Position Requirements:

- Full-service hotel experience in Reservations, Sales or Front Desk.
- Proficient/familiar with computerized systems (ON Q).
- Must be both a process and people person: detailed/analytical while engaging/empathetic.
- Results orientated with proven ability to meet deadlines and goals.
- Strong verbal and written communication skills.

**Job Types**: Full-time, Permanent

Pay: $15.50-$16.00 per hour

Expected hours: 32 - 40 per week

**Benefits**:

- Dental care
- Discounted or free food
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Every Weekend
- Morning shift
- Night shift
- On call
- Overtime
- Weekends as needed

Supplemental pay types:

- Overtime pay

**Experience**:

- customer service: 1 year (required)

Work Location: In person


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